SALES AND SERVICE CLOUD DATASHEET

CHANGING CUSTOMER EXPECTATIONS

of customers say experience

84%
Today’s customers have greater expectations of brands than ever is as important as a company’s
before. Beyond the ever-rising expectations for products, they expect products or services.
an experience. Eighty-four percent of customers say experience is
as important as a company’s products or services. Every company is
now in the experience business.
Brands have to deliver on these expectations to stay afloat, especially
during the extremely valuable opportunities they have to engage
directly with customers. And making the most of these interactions
of customers expect all company
requires presenting a unified front, as 72% of customers expect

72%
representatives to have the same
all company representatives to have the same information about
information about them.
them. Customers don’t want to feel like they’re talking to separate
departments with separate information about them; they want
to talk with a single company. And if companies can’t deliver that State of the Connected Customer,
experience, they fall short of their customers’ expectations. Salesforce Research, June 2019

BUSINESS CHALLENGES
The two most important functions companies must focus on to deliver on these new expectations are sales and service, the departments
that have the most direct contact with customers. But bringing those two functions together to act as one unified touchpoint for customers
has proven to be anything but simple for a variety of reasons.

Today’s customers There’s no single source of Complex integrations and fast-

expect personalization.
Customers expect the companies they work
with to understand their needs and provide
consistent experiences. Eighty-four percent of
customers say being treated like a person, not
a number, is very important to winning their
business. Seventy-three percent of customers
say one extraordinary experience raises their
expectations of other companies.
truth for customer data.
Siloed systems make it hard to surface
the right data to the right person at the
right time, and companies’ customers
are ultimately paying the price. Sixty-
nine percent of IT leaders say lack
of integration causes disconnected
customer experiences at their company.
changing technologies make it
difficult to align teams with shared
KPIs and business processes.
The average enterprise now uses 900 different
applications. Seventy-two percent of IT
leaders say integration projects are too long
and expensive. Sixty-six percent of customers
say they often have to repeat or re-explain
information to different representatives.

HOW SALESFORCE APPROACHES SALES AND SERVICE

At Salesforce, we focus on empowering our customers to build better relationships with their customers. And we’ve done that by developing
applications that are not only best in class for their given function, but that are designed to seamlessly work together.
Sales Cloud is the world’s #1 sales platform, making it easy for sales teams to connect with customers and deliver a connected and efficient
experience across every step of the sales process, from lead-capturing campaigns to intuitive deal tracking. And Service Cloud is the world’s
#1 service platform, empowering agents with a complete set of productivity tools to deliver faster, smarter, and more personalized customer
service for every customer anytime, anywhere.
Together on one platform, Sales and Service Cloud enable organizations to be truly customer-centric. Here are some of the ways companies
can take advantage of a single view of all sales and service data:

Unify the Customer
Experience
Collaborate on a single view of
the customer to personalize every
interaction and maximize customer
success. With both sales and service
data in one place, the customer can feel
like they’re dealing with one company
rather than multiple departments.
Centralize Sales and Service
Information
Get the right data to the right people
at the right time with relevant and
actionable sales and service data in
one place. Allow service teams to log
opportunities, sales teams to see open
cases, and much more.
Unlock the Full Potential of
Your Sales and Service Teams
Align teams on a single platform so
you can achieve more by truly working
together, and bring sales and service
together so each department can focus
on the customer. Together, they can
seamlessly create upsell or cross-sell
opportunities, and collaborate on cases
to increase retention rates.
 = Create, Read, Update, Delete = Read Only = Available as add-on

PRODUCT SALES CLOUD SERVICE CLOUD SALES & SERVICE CLOUD

Editions ES PE EE UE ES PE EE UE PE EE UE

Object Access

Accounts

Activities, Tasks, Calendar, Events

Assets

Campaigns

Cases

Contacts

Entitlements

Knowledge

Leads, Opportunities

Orders, Products, Price Books

Sales Contracts

Service Contracts

Quotes

User Features

Create Knowledge Articles

Live Agent

Omni-channel

Workflow, Visual Workflow, and Approvals

User Permissions Highlights

Account Teams

Advanced Sharing

Case Teams

Chatter

Custom Profiles and Permission Sets

Custom Page Layouts and Record Types

Customizable Forecasting

Customizable Reports and Dashboards

Identity

Opportunity Teams

Opportunity Splits

Territory Management

Additional Org Limits Added per User

Data Storage (MB) 20 20 20 120 20 20 20 120 20 20 120

File Storage (MB) 512 512 2GB 2GB 512 512 2GB 2GB 512 2GB 2GB

API Calls/Day 0 0 1,000 5,000 0 0 1,000 5,000 0 1,000 5,000

For more details on product capabilities and features, please reach out to your account executive.

For More Information Corporate Headquarters Global Offices

Contact your account executive The Landmark @ One Market Street Latin America +1-415-536-4606
to learn how we can help you Suite 300 Japan +81-3-5785-8201
accelerate your CRM success. San Francisco, CA 94105 Asia / Pacific +65-6302-5700
United States EMEA +4121-6953700
1-800-NO-SOFTWARE
Updated: 8/23/2019 www.salesforce.com

© 2019 salesforce.com, inc. All rights reserved. Salesforce, Sales Cloud, Service Cloud, Marketing Cloud, Chatter, and others are trademarks of salesforce.com,
www.salesforce.com. This document is provided for information purposes only and is not warranted to be error-free, nor is it subject to any other warranties.
The contents hereof are subject to change without notice, updated as of the version date listed herein, and the features and functionality mentioned here are
more fully described in other documentation.